Steffan Tanzil

6 years of experience in Customer Success Manager role and experienced in handling SMB & Enterprise clients, adapt Activation, Engagement, and Retention approach accordingly to each client's profile.

Wiz.Ai, Customer Success Manager Dec 2023 – Present

● Client Onboarding and Relationship Management:

o Introducing knowledge of WIZ products and operational systems including CRM to the clients through the demo after sales hand over.

o Establish and maintain communication channels with key client contacts at various levels through regular business & performance review sessions (every 1 or 3 months) and operational support to foster strong client relationships. ● Data Management and Analysis:

o Extract, prepare, and interpret data into reports for the internal team in order to develop the system to fulfill customer’s needs.

o Independently pull relevant reports for comprehensive customer analysis as a basis to do optimization, upselling, and cross selling.

● Client Retention and Success:

o Develop and execute customized Success Plans based on client-specific needs and pain points by giving new strategies and sharing the actual data to make sure our action base on the data.

o Proactively lead product and solution improvements internally to enhance client satisfaction.

o Monitor and track client engagements to ensure client success metrics are met and risks are managed effectively.

● Strategic Client Growth:

o Identify and achieve breakthrough points for each client, which may include growth in monthly recurring revenue, usage, and client advocacy measures such as NPS and health scores (Metrics : revenue stability, testimonial, NPS score, regularity of interaction, business performance, incident, system integration).

o Ensure full client retention by addressing and resolving any issues related to service or solution ROI. ● Key account handled : Bank BTN, AXA Mandiri, SMS Finance, and Bank Raya.

Spenmo, Customer Success Manager Jan 2022 – Dec 2023

● Responsible in handling the whole after sales process for clients.

o Customer onboarding and activation – Managed to improve time to value from 2 weeks to 5 days after sales hand over.

o Customer engagement, maintaining customer activity in the platform – Tracking customer with low activity, encouraging usage & activity in the platform.

● In charge of managing Indonesian market CSMs and reporting to the Head of Customer Success.

● Managing 150+ accounts ranging from SMEs to Enterprise clients across Indonesia, Singapore, and

Philippines.

● Collaborate with different functions to solve customer issues & tickets.

● The go to person in commercial team for any data related tasks & analysis (Can create dashboards and pull data for analysis – Hubspot & Holistic).

● Implemented data analytics framework to track key customer success metrics, including customer satisfaction scores, product adoption rates, and churn prediction.

Mekari, Implementation Specialist Oct 2018 – Dec 2021

● Responsible for customer onboarding, acting as consultant to client’s business and giving advice on the best practice to implement Jurnal in the client’s business. – Highest activation rate among peers during this tenure

● Sharing feedbacks during demo with meeting notes, summarized as a report for monthly performance.

● Collaborate with support & tech team to solve client’s technical issues (bugs).

● Continually gather feedback and analyze the problem from pain points given by customers, and solve them together with engineer and product owner. ● Webinar onboarding for customers.

PT Sahabat Utama Group, Accounting Executive Jul 2017 – Sep 2018

● Record Company’s transaction (cash & non-cash)

● Make Forecast every month about sales, expense, outstanding, inventory, Account Receivable, Accounts

Payable, and etc

● Maintain Aging Schedule for Accounts Receivable and calculate AFDA (allowance for Doubtful Account) and determine which receivable should be write off.

● Prepare data for payable which already near to due date

● Prepare projection report to make financial decision and determine sales target to BOD

● Compile Income Statement, Balance Sheet, Cash Flow, and Retained Earning Statement.

● Examine and recalculate employee’s claim (fuel, parking, public transportation, and etc)

● Provide data for director general of tax and auditor

Ernst and Young (EY), Junior Auditor Jan 2017 – Apr 2017

● Compile working papers such as cash, expenses, taxes receivable, current & non-current assets, prepayment, and Equity to make sure company’s statement fairly disclose.

● Make report for company’s Walkthrough in order to make sure that company’s internal control already proceed in their standart.

● Perform Stock Opname to Client’s warehouse / storage to make sure company’s inventory fairly stated as it exist

● Analyze Company’s financial fluctuation, identify why that can be happen , whats the effect for Client’s Company, and give suggestion to Clien to mitigate the effect of the fluctuation

● Make sure Client’s Report Correctly state on the report (Footing and Wording)

● Release Company’s report after giving opinion on Client’s financial statement

Tarumanagara University, Major Accounting, GPA 3,45 out of 4 , 2013-2017

Xaverius 3 Senior High School, Palembang, Indonesia, 2010-2013